Customer Support Engineer (HW)

CDS, an HPE company; Winnersh; Presencial; GBP 45.000 - 65.000; Jornada completa

Descripción de la vacante

CDS, an HPE company, seeks a dedicated Resident Engineer to provide on-site support for customer infrastructure in a mission-critical environment. You will handle hardware maintenance, troubleshooting and system configuration to ensure maximum service availability.

Join a professional team delivering high-quality technical support, collaborating with engineering to resolve incidents, and maintaining detailed documentation for customer accounts.

Formación

• Experience in hardware break-fix across data center environments.
• Strong troubleshooting for IT infrastructure and hardware systems.
• Experience with system installation and maintenance.
• Understanding of service delivery processes and SLA-driven support environments.
• Excellent communication with stakeholders and customer-facing teams.

Responsabilidades

• Provide on-site hardware maintenance, troubleshooting, repair and support on a 24x7x365 basis.
• Configure, install and support system hardware components.
• Assemble, integrate and validate systems and products for proper operation.
• Perform preventive maintenance to identify issues before impact.
• Diagnose and resolve incidents efficiently while minimizing downtime.
• Ensure service requests are resolved within SLAs.
• Escalate complex issues and provide updates until resolution.
• Deliver technical solutions and support for designated customer accounts.
• Maintain accurate service documentation and incident records.
• Collaborate with engineering and support teams to drive timely resolution.
• Build and maintain strong customer relationships by understanding business requirements.

Conocimientos

Hardware break-fix

Datacenter operations

Troubleshooting

System installation

System configuration

SLA-driven support

Customer service

Communication

Team collaboration

Independent work

Descripción del empleo

CDS, an HPE company (CDS), is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE). The company provides field service capabilities to HPE customers while delivering the difference in business-focused , including application development, support and maintenance, virtualisation, automation, cloud and infrastructure administration.

CDS operates across 11 European countries and employs more than 1,600 talented employees. As an HPE company, CDS embodies HPE’s values and remains committed to delivering excellence for both employees and customers.

About the Role

We are seeking a highly motivated and customer-focused Resident Engineer to provide dedicated on-site support for customer infrastructure and equipment in a mission-critical environment. The successful candidate will be responsible for hardware maintenance, troubleshooting, system configuration, and ensuring the highest levels of service availability and customer satisfaction.

Working as part of a professional support team, you will play a key role in maintaining operational excellence, resolving technical issues within agreed service levels, and building strong relationships with customer stakeholders.

Key Responsibilities

• Provide on-site hardware maintenance, troubleshooting, repair, and support services on a 24x7x365 coverage model.
• Configure, install, and support system hardware components.
• Assemble, integrate, and validate systems and products to ensure proper operation and performance.
• Perform preventive maintenance activities to identify potential issues before they impact business operations.
• Diagnose and resolve technical incidents efficiently while minimizing downtime.
• Ensure all support tickets and service requests are resolved within agreed Service Level Agreements (SLAs).
• Escalate complex technical issues when necessary and provide regular updates to customers until resolution.
• Deliver technical solutions and support services for designated customer accounts.
• Maintain accurate service documentation, incident records, and technical reports.
• Collaborate with internal engineering and support teams to drive timely issue resolution and continuous service improvement.
• Build and maintain strong customer relationships by understanding business requirements and delivering exceptional service.

Required Skills And Experience

• Experience in hardware break-fix support, datacenter operations, or technical customer support environments.
• Strong troubleshooting and diagnostic skills for IT infrastructure and hardware systems.
• Experience with system installation, configuration, and maintenance.
• Understanding of service delivery processes and SLA-driven support environments.
• Ability to prioritize tasks and manage multiple incidents effectively.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Excellent customer service orientation and commitment to delivering high-quality support.
• Strong interpersonal and relationship-building skills.
• Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels.
• Ability to work independently while contributing effectively within a team environment.

What We Offer

• Opportunity to work with leading technologies in a customer-facing environment.
• Comprehensive training and ongoing professional development.
• Exposure to complex technical challenges and enterprise-level infrastructure.
• Collaborative and supportive team culture.
• Competitive compensation and benefits package.

  If you are passionate about technology, enjoy solving technical challenges, and thrive in a customer-focused environment, we encourage you to apply.

  Grow your potential. Deliver the difference.

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  Your next opportunity starts here. Join CDS and deliver the difference.